Disclosed is a system for providing contact center services in an integrated way, in which a client can receive query processing services by immediately connecting to at least one of other contact center servers operated by service providers cooperating in a link service by a call transfer without changing a preexisting connection state while being initially connected to a specific contact center server, so that a user can use a plurality of query processing services without difficulties by linking the contact center servers operated by the plurality of service providers, thereby minimizing the time, efforts and costs of the user who wants to receive the plurality of query processing services through the plurality of service providers.

A conference service number system enables the reconfiguration of an existing telephone number as a service number usable for selectively routing calls to each of a client endpoint and a dedicated conference software instance. A conferencing system implements separate conferencing software instances for individual operators for whom unique telephone numbers, are assigned. A telephony system facilitates calls to and from telephone numbers and implements a menu system (e.g. an interactive voice response (IVR) menu) for presenting a caller with options to either route a call to a specific telephone number to the subject operator (e.g., to a client device of that operator) or to a conferencing software instance implemented specifically for that operator. The call is accordingly routed to either a device of the operator or to the conferencing software instance based on the selection by the caller.

Video-assisted presence detection is used to enhance a user experience in telephony communications. Image data, video data, or both, from a camera are used to determine whether a user is present at their device before a call is transferred to him or her. The video-assisted presence detection can be implemented based on a privacy setting. For example, one implementation allows a system to have partial access to the camera to perform a scan to detect that there is a human present without capturing facial information, and without identifying that person. Another implementation allows the system to have partial access to the camera to scan the a face of a user, but not have access to the video feed of the camera. Another implementation allows the system to have full access to the camera.

Methods and systems are described for processing calls. An example method may comprise receiving a message for establishing a call. Identification information in the message may be compared to screening data. If a match is found, the message may be forwarded to a screening server. The screening server may establish a call based on the session and provide information indicative of a level of trust associated with the call.

Provided is a method for information prompt, including: receiving an audio/video call invitation, and displaying, in the case that the account does not accept the audio/video call invitation, a first state prompt at the position of a session to which a target audio/video call belongs on a session list page of an account logged on a terminal. The first state prompt indicates that there is an unjoined audio/video call which is in progress.

A voice call method, device and system, the method including establishing, by a first device, a Bluetooth link to a second device, receiving, by the first device, call request information sent by a third device, sending the call request information to a second device through the Bluetooth link, sending, by the first device in response to an answer command from the second device, the answer command to the third device, establishing, by the first device, a call with the third device, sending a downlink audio signal received from the third device to the second device, or sending and uplink audio signal received from the second device to the third device, and converting, by the first device, in response to a sound channel switching command and receiving a downlink audio signal sent by the third device, the downlink audio signal into a sound signal, and playing the sound signal.

A voice call method, device and system, the method including establishing, by a first device, a Bluetooth link to a second device, receiving, by the first device, call request information sent by a third device, sending the call request information to a second device through the Bluetooth link, sending, by the first device in response to an answer command from the second device, the answer command to the third device, establishing, by the first device, a call with the third device, sending a downlink audio signal received from the third device to the second device, or sending and uplink audio signal received from the second device to the third device, and converting, by the first device, in response to a sound channel switching command and receiving a downlink audio signal sent by the third device, the downlink audio signal into a sound signal, and playing the sound signal.

A system and method for providing call sessions between personal communication devices (PCDs) of sender users and recipient users are described. The system includes one or more voice communication domains (VCDs) interacting with each other, and a cross-domain coordinator configured to coordinate interaction between the voice communication domains over the Global Communication Network. Each VCD includes PCDs associated with the corresponding users, and a voice communication server (VCS) deployed within the voice communication domain. The VCS is configured to control operation of the PCDs verbally by user voice commands, and to provide call sessions between a sender user and a recipient user within the same voice communication domain and between the users of different voice communication domains. Initiation of the call sessions can be carried out either by voice commands to the VCS of the system, or by delivering a voice call proposal of the caller user for voice communication directly to the recipient in a natural manner.

An adaptive cloud conversation platform capable of making automated decisions regarding when and how to establish on-going communications with consumers so as to maximize the relationship between the consumer and a given brand. The system has a connection management services layer which determines what communications should be established and how they should be established, an initiation management services layer which determines when communications should be established, and a user management services layer which stores information about consumers and brands for determination of when and how communications should be established. Certain of these services have machine learning algorithms incorporated into them trained to perform analyses of the particular type of operation handled by that service. The outputs of each service can be used as inputs to other services, such that a network of machine learnings algorithms is created which determines when and how to establish on-going communications with consumers.

A method and an apparatus for establishing a multimedia call are provided. The method includes: determining whether a second terminal is in a multimedia call according to terminal identification information of the second terminal used by a user logged in a target application, in response to that a target multimedia call to be established in association with the user is triggered in a state that a first terminal used by the user logged in the target application is in a multimedia call; and establishing the target multimedia call based on an answering operation performed by a called party of the target multimedia call, in response to that the second terminal is not in any multimedia call.